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[{"key": "dc.contributor.advisor", "value": "Luoma, Eetu", "language": null, "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Nousiainen, Joni", "language": null, "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2016-10-04T17:18:46Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2016-10-04T17:18:46Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2016", "language": null, "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/51533", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Verkkopalvelut ovat nyky\u00e4\u00e4n keskeinen osa yritysten ja organisaatioiden kokonaispalvelutarjontaa. Verkkopalvelujen laadulla on havaittu olevan yhteys muun muassa asiakasuskollisuuteen, toiminnan tehokkuuteen ja kannattavuuteen sek\u00e4 tuottoihin. T\u00e4ss\u00e4 kirjallisuuskatsauksessa selvitet\u00e4\u00e4n, miten verkkopalvelujen laatu on kirjallisuudessa m\u00e4\u00e4ritelty sek\u00e4 miten sit\u00e4 voidaan mitata ja monitoroida. Tuloksista ilmenee, ett\u00e4 verkkopalvelun laadun mittaamiseen on olemassa useita erilaisia malleja. Malleista on kuitenkin l\u00f6ydett\u00e4viss\u00e4 samoja osa-alueita. Yleisin tarkasteltu osa-alue on verkkosivusto, jonka kautta verkkopalvelu tarjotaan. Verkkosivuston laatuun liittyv\u00e4t piirteet kuten ulkoasu, navigointi, helppok\u00e4ytt\u00f6isyys, saatavuus, vasteaika, turvallisuus ja sis\u00e4ll\u00f6n personointi. Mallien laatu-ulottuvuuksia voi k\u00e4ytt\u00e4\u00e4 vaatimuksina monitorointity\u00f6kaluja valitessa. Lis\u00e4ksi mallien asiakaskyselyj\u00e4 voi itsess\u00e4\u00e4n k\u00e4ytt\u00e4\u00e4 monitorointity\u00f6kaluina.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Nowadays web based services are an essential part of overall service offering in many companies and organizations. A connection has been found between quality of these services and customer loyalty, operation efficiency and profitability, profits, and more. Goal of this literature review is to answer how service quality can be defined and how it can be measured and monitored. Results show that there are various distinct models for measuring web based service quality. However, these models share some quality dimensions, of which the most common one is website. Website quality consists of elements such as design, navigation, ease of use, availability, response time, safety and content personalization. Dimensions of the quality models can be utilized as requirements when selecting monitoring tools. Also, many of the models provide questions for customer inquiries which can be perceived as monitoring tools as-is.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted using Plone Publishing form by Joni Nousiainen (jotijono) on 2016-10-04 17:18:45.958909. Form: Kandidaatintutkielma -lomake (https://kirjasto.jyu.fi/julkaisut/julkaisulomakkeet/kandin-tutkielma-lomake). JyX data: [jyx_publishing-allowed (fi) =True]", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by jyx lomake-julkaisija (jyx-julkaisija.group@korppi.jyu.fi) on 2016-10-04T17:18:46Z\nNo. of bitstreams: 2\nURN:NBN:fi:jyu-201610044268.pdf: 304568 bytes, checksum: 8704ef42784d5220256abacf834c2333 (MD5)\nlicense.html: 4783 bytes, checksum: 52c5a15ad915c25685539209e45f98ae (MD5)", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2016-10-04T17:18:46Z (GMT). No. of bitstreams: 2\nURN:NBN:fi:jyu-201610044268.pdf: 304568 bytes, checksum: 8704ef42784d5220256abacf834c2333 (MD5)\nlicense.html: 4783 bytes, checksum: 52c5a15ad915c25685539209e45f98ae (MD5)\n Previous issue date: 2016", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "21", "language": "", "element": "format", "qualifier": "extent", "schema": "dc"}, {"key": "dc.language.iso", "value": "fin", "language": null, "element": "language", "qualifier": "iso", "schema": "dc"}, {"key": "dc.rights", "value": "In Copyright", "language": "en", "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.subject.other", "value": "verkkopalvelu", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "palvelun laatu", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "verkkokauppa", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "E-S-QUAL", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "SERVQUAL", "language": null, "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Verkkopalvelujen laadun monitorointi", "language": "", "element": "title", "qualifier": null, "schema": "dc"}, {"key": "dc.type", "value": "bachelor thesis", "language": null, "element": "type", "qualifier": null, "schema": "dc"}, {"key": "dc.identifier.urn", "value": "URN:NBN:fi:jyu-201610044268", "language": null, "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Kandidaatintutkielma", "language": "fi", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Bachelor's thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Informaatioteknologian tiedekunta", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Faculty of Information Technology", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Informaatioteknologia", "language": "fi", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Information Technology", "language": "en", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "University of Jyv\u00e4skyl\u00e4", "language": "en", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "Jyv\u00e4skyl\u00e4n yliopisto", "language": "fi", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Tietoj\u00e4rjestelm\u00e4tiede", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Information Systems Science", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.date.updated", "value": "2016-10-04T17:18:46Z", "language": null, "element": "date", "qualifier": "updated", "schema": "dc"}, {"key": "dc.type.coar", "value": "http://purl.org/coar/resource_type/c_7a1f", "language": null, "element": "type", "qualifier": "coar", "schema": "dc"}, {"key": "dc.rights.accesslevel", "value": "openAccess", "language": "fi", "element": "rights", "qualifier": "accesslevel", "schema": "dc"}, {"key": "dc.type.publication", "value": "bachelorThesis", "language": null, "element": "type", "qualifier": "publication", "schema": "dc"}, {"key": "dc.rights.url", "value": "https://rightsstatements.org/page/InC/1.0/", "language": null, "element": "rights", "qualifier": "url", "schema": "dc"}]
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